Placement Specialist

Job Description Placement Specialist SUPERVISOR: Placement Manager DEPARTMENT: Membership FLSA STATUS: Non-Exempt LAST UPDATED: 07/15/2021 POSITION SUMMARY The Placement Specialist will infuse and model the Girl Scout Law into his/her everyday work to fulfill the mission of building girls of courage, confidence, and character who make the world a better place.
The Placement Specialist is responsible for providing excellent customer service to the public as well as potential new member leads, resulting in increased girl/adult membership.
The Placement Specialist also supports newly recruited volunteers in the application process; develops and plans membership extension in all markets; identifies and improves lead conversion techniques.
This position will also assist in case management, data entry support for all incoming registrations, document processing, and record management.
The Placement Specialist will be a part of a team that will provide consistent, best-in-class support, direction, and effective communication to potential and current members, volunteers, families, and girls by excelling in inside sales and customer service proficiencies.
MAJOR ACCOUNTABILITIES Inside Sales Proficiencies: Ability to convert new leads into members within the department-set conversion window while addressing and anticipating customer needs during the lead conversion process.
Develop new and innovative ways to improve the lead conversion process, both efficiency and effectiveness.
Work with new volunteer leads to guide them through the application and background check process.
Process all leads effectively and responsibly, following department-set best practices for pipeline flow.
Provide information and interpretation of council and GSUSA policies and programs to reinforce the role of Girl Scouting.
Work closely with the department director to develop and administer the membership team operating plan and budget to achieve the council's objectives.
Ensure Girl Scouting is open to all girls and adults by delivering the Girl Scout message of pluralism and diversity to members of the council and the community.
Work collaboratively with all Council departments to ensure council programs and initiatives are successfully marketed to the girl and adult membership.
Customer Service Proficiencies: Maintain a high level of customer service performance for inquiries via phone, email, or in person, providing customer service support to all external and internal members.
Answer incoming calls/requests; clarify desired information; research, locate, and deliver findings; engage in problem-solving and provide solutions.
Create and update standardized communication templates to communicate effectively with volunteers, parents, and girls.
Update customer solutions database as needed.
Set a positive and welcoming atmosphere by greeting customers warmly, taking care of customers' needs where possible, and referring customers to other staff members when needed.
Interact with other staff members in a positive way, providing support wherever possible.
Assist in accurately completing the girl and adult membership registration process and inputting data into a system so that statistical information can be used and extracted.
Perform administrative task list as designated by the regional office.
Participate and contribute to the development function of the council.
Complete other related duties as assigned by the supervisor.
In keeping with our commitment to the Girl Scouts Law and Promise, our council emphasizes teamwork, investment in the organization's success, and commitment to each other.
To align with those values, we expect all team members to actively engage in 'all call' endeavors as announced by the organization periodically.
There are times throughout our year when the work of other departments becomes heavy and/or critically timely.
In the spirit of teamwork, we require that requests for assistance be met with collaborative enthusiasm by all team members.
Examples may include but are not limited to membership recruitment/renewal campaigns and efforts, product program logistics and support to include cookie cupboards and volunteer assistance, volunteer appreciation and engagement, retail inventory and delivery (among regional offices), program signature event participation, and support, and property maintenance/improvement as requested.
SUPERVISORY ACCOUNTABILITIES Staff: None Committee(s): None CULTURAL EXPECTATIONS Professionalism - complying strictly with corporate policies and procedures; conducting oneself with integrity, reliability, and accountability; demonstrating pride in attention to day-to-day work and processes; representing the organization well and being committed to its mission; developing and maintaining relationships with a spirit of inclusion and respect; exhibiting courtesy and attentiveness to the thoughts, feelings, and ideas of others; engaging in courageous conversations by being able to engage considerately with others; representing the organization appropriately and effectively with your words, actions, and appearance Timeliness - being accountable to deadlines and schedules; holding oneself to a high standard of punctuality and preparedness; optimizing personal timetables to accelerate organizational workflow and prevent/reduce inefficiencies of time, resources, and talent; being available and accessible during work hours; showing up for work on time and when you should.
Organizational Citizenship - being a productive member of the organizational team; contributing to the collective whole of the organization; having a commitment to the success of the organization, as well as your member department; devoting yourself to the advancement of our collective mission.
Environmental Respect - demonstrating respect and care for all organizational property and facilities; engaging in practices that support a welcoming and productive workspace; remaining mindful and sensitive to the needs/feelings of other team members; doing your part to keep property and facilities clean, uncluttered and well-maintained to support an optimally operational environment; dedicating yourself toward the Girl Scout ideal of 'leaving a place/space better than you found it; conserving energy and resources whenever possible.
Possibility Thinking - striving to contribute to a 'next-level' mindset regarding organizational objectives; engaging in innovative work plans to achieve goals; participating in discussions and seeking input regarding problem-solving measures; exhibiting creativity and a willingness to try new things to achieve results.
KNOWLEDGE AND CREDENTIAL QUALIFICATIONS Required Bachelor's degree in marketing, public relations, communications, or a related field preferred or at least 3 years of knowledge and/or experience in a related field.
Demonstrated customer service skills Experience building and leveraging relationships to increase customer base Valid driver's license and safe driving record Preferred Knowledge of Girl Scout Leadership Experience Proficient in data entry and analysis Demonstrated experience in successful project management ABILITY AND SKILLS QUALIFICATIONS Strong interpersonal skills with the ability to establish effective working relationships with other staff members, visitors, volunteers, and the public via telephone, email, and in person.
Planning and organizational skills with attention to detail.
Ability to accurately enter data within department-stated guidelines.
Must be able to work in a fast-paced work environment and multi-task while maintaining composure.
Proficient level of experience with Microsoft Excel, Word, Outlook, and POS systems.
Work requires normal physical effort for primarily an office environment; some physical effort in handling materials or boxes and tools or equipment of up to 25 pounds in non-strenuous work.
Some periods of continual standing or walking may be required.
Regular and prompt attendance is required.
Ability to operate other office machines such as fax, calculator, and business telephones.
Subscribes to the principles of the Girl Scout Movement.
Knowledge of Girl Scout Program Emphasis and Delivery Systems.
Strong human relations skills and can work well with people of diverse backgrounds.
Unequivocal commitment to pluralism.
Demonstrated ability to successfully manage multiple priorities, work independently, and meet deadlines.
Excellent leadership qualities which include the ability to collaborate, organize, and work effectively while using creativity in problem-solving.
Excellent written and oral communication skills.
Ability to exercise good judgment.
HOURS AND TRAVEL Flexible schedule, including nights and weekends DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by staff assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to complete other related duties as assigned.